20.7. Displaying information to your agents (Voice Call Querying and Updating)

You are able to query and update the Voice Call records from the Natterbox routing policies.

One of the key benefits this can provide is the ability to send information to the agents on the Omni Channel ahead of them answering calls.

The feature relies on providing the Query or Update components the macro $(SCVVoiceCallId) when setting the Record ID.

Note: only inbound calls are supported.

Also note: access to the functional fields such as ‘Call Type’ and ‘Call Status’ are disallowed as they’re required for call routing purposes, so it’s recommended to always create a new custom field for sending information to the agent.

This example will involve a customer selecting an option through an IVR and that option being sent to the agent’s Omni Channel to help provide them with context.

1. Create a custom field on the Voice Call object

   1. Navigate Setup > Object Manager

   2. Search and select Voice Call

   3. Navigate Fields & Relationships and select New

   4. Create your desired field (this example with be a Text field called Product)
      
      

2. Configure the Work Item to display the new custom field

   1. Navigate Compact Layouts (from the Voice Call object manager settings)

   2. Click New

   3. Name your Compact Layout

   4. Move across the custom field

   5. Move across all other fields you wish your agents to see (it’s recommend to include the Caller Number at a minimum)

      
      

      
      

   6. Click Save

   7. Click Compact Layout Assignment

   8. Click Edit Assignments

   9. Select the new compact layout from the drop

   10. Click Save
       

3. Configure a Update Record component to update the Voice Call object

   1. Navigate Natterbox App > Routing Policies

   2. Select your inbound routing policy

   3. Create a Update Record component before your Connect component

   4. Set the Record Type to Voice Call

   5. Set the Record ID to $(SCVVoiceCallId)

   6. Set the Field to your new custom field (example Product)

   7. Set the Value to your desired text you wish the agents to see (example Product : Flatscreen Ultra HD TV)
      

      

      
      

4. (Optional) Configure the logic on the routing policy to conditionally set this data

   1. Before your Update Record component create the conditional component (in this example it is an IVR / Switchboard component)

   2. Configure the conditions within your component and attach the relevant hook to your Update Record component for when you want your agents to see that information (in this example it is a switch option for the customer, if they press 1 for TVs, it will route to the Update Record component)

In this above example, when a customer calls in they will reach an IVR which will ask them which product they are calling about. Once they select an option from the IVR, the Voice Call object will be updated with that option and it will be displayed to the agent before they connect to the customer.

This is just one example benefit of querying and updating the voice call object ahead of a call, a few more examples include: 

• Displaying information from related Salesforce records to the agent

• Enhanced reporting, by providing custom fields on the Voice Call with data from the call (Note Call Reporting and Voice Calls can be reported on together, see here)